Malvern Health Centre
NW
Nathan W. 4 years ago • From Google
Poor
It saddens me greatly, having attended this practice for over 43 years, to report that it has undergone a significant decline. The demeanour and approach of a substantial portion of the staff during my recent visits has been disappointing. I want to emphasise that the nursing team have consistently demonstrated excellence. They go well beyond expectations to ensure patients feel comfortable and at ease, maintaining this standard regardless of circumstances. However, the broader shift in personnel has fundamentally altered the atmosphere of the practice. Both of the clinical practitioners I have seen have been outstanding. They are always willing to help and provide thoughtful, attentive care, treatment and guidance. Unfortunately, that represents the extent of my positive experiences. The reception and administrative staff have shown inconsistency in their professionalism, frequently appearing unwelcoming during my interactions with them. I have been discouraged from attempting to reach clinical staff and have felt judged regarding my personal circumstances. I have also experienced dismissive behaviour on multiple occasions. I have raised concerns with the practice management on several occasions, yet there has been no discernible improvement. I once heard it said that people should pursue work they are passionate about or consider moving on. I would echo this sentiment here. Several members of staff appear to be simply fulfilling their duties without genuine engagement. My final visit, which I have decided will be my last, was for routine vaccinations. The nursing staff member ensured my wellbeing throughout, but when I requested assistance completing a form with specific details, having been assured this would be acceptable by reception staff, the clinical practitioner responded with visible irritation and declined to help. She subsequently observed the nursing staff administer the vaccinations and nothing more. There was no documentation, no clinical notes recorded, no other activity. She simply watched. Fortunately, the nursing staff member suggested I could access the necessary information through the NHS app, which I am comfortable using. That was the final moment for me. I remain grateful and respectful towards all the clinical and nursing staff I have encountered at this practice over the years, and particularly those few who continue to provide genuine care at the current location.
Jack K.